Unable to upgrade

on ‎16-02-201816:31

I just enquired about when my contract expires with a view towards upgrading my existing phone and contract. Spent ages chatting with someone called 'Jaq' who gave me the link to upgrade. Followed it through only to be told I can't do it and someone would contact me very soon. That was quite a while ago. Nothing been heard since! I've been with Virgin for over 4 years....not very impressed at the moment!